Personal loan premium

I am livid, Nedbank personal loans department has taken an installment of R2654.00 for my repayment of my personal loan, i had this same experience in October 2017 and had to get it rectified, this month i have the same issue and when i contacted the call centre waiting for a full 30 minutes before my call got answered by the debt review department to find out why they have deducted such a huge amount as they have been taking R1042.00 all this time, they stated that my account has been flagged in November 2017 stating its under review and they never received my 17.2 form from my debt counselors and this is why they have taken this amount. I then made contact with my counselors and she send me her correspondence that was send via email to the email address supp**** to her. in October 2017 with my proposed amount to be paid towards my personal loan, up until yesterday she never received a response with regards to her request , Nedbank personal loans is refusing to re in burse the balance of the amount that they have taken from me due to there incompetence by not providing feedback to my counselors, I am sitting in a predicament financially as the amount they have taken is greater than the amount i have budgeted for which leaves me stranded for the whole month of February as they are refusing to re in burse the balance, I need a superior to assist me on this matter as its not just a R200 that i can let by, its an amount of R1612 more being taken from me which was not budgeted for i trust that i will have a favorable response to my situation i will be moving my bank account this coming Saturday from Nedbank as the service being received being a client for over more than 5 years is putrid.